At a Glance
- Tasks: Lead AI projects to enhance customer service and improve traveller experiences.
- Company: Join Tripadvisor, a global leader in travel and experiences.
- Benefits: Flexible work options, competitive pay, tuition assistance, and travel perks.
- Other info: Dynamic team culture focused on collaboration and continuous improvement.
- Why this job: Make a real impact in the travel industry with innovative AI solutions.
- Qualifications: 3+ years in project management, especially in customer service or AI.
The predicted salary is between 69750 - 85250 £ per year.
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.
This role is a hybrid position that requires 2 days per week in our London office.
We are looking for an experienced and forward-thinking AI Project Manager to lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations. This role sits at the intersection of technology and customer experience driving value for our Travelers across our global experiences catalog. As part of the Service Excellence team you will work closely with our AI Automation Lead working cross-functionally with our R&D, Technology, Service-Operations, Data and Supply teams to ensure AI implementation projects are delivered on time, driving measurable value to our Travelers.
Key Responsibilities
- Lead end-to-end delivery of AI and automation projects within the customer service function, from discovery and scoping through to deployment and review.
- Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities.
- Manage project timelines, budgets, risks, and stakeholder communications across multiple concurrent workstreams.
- Coordinate with external vendors and internal engineering teams to ensure seamless integration of AI solutions with existing CRM, telephony, and other platforms.
- Monitor AI system performance (e.g. chatbot containment rates, CSAT, deflection metrics) and drive continuous improvement cycles.
- Partner with Quality Assurance and workforce planning teams to assess the impact of AI on agent workload, skill requirements, and scheduling.
- Identify manual or repetitive processes within customer service operations that are suitable for intelligent automation.
- Ensure AI tools comply with data protection regulations (e.g. UK GDPR) and internal governance frameworks.
- Act as the primary point of contact between the customer service leadership team and AI/tech delivery functions.
- Lead change management and communication efforts to ensure frontline agents and team leaders understand, trust, and effectively use AI tools.
- Facilitate workshops, training sessions, and feedback loops to capture agent insights and refine AI behaviour.
- Present project updates, performance data, and business cases to senior leadership and executive stakeholders.
- Champion responsible AI practices, ensuring fairness, transparency, and customer trust are embedded into all solutions.
- Maintain clear documentation of AI model inputs, outputs, decision logic, and escalation pathways.
- Work with Legal, Compliance, and Data teams to conduct impact assessments and ensure ongoing regulatory compliance.
Required Experience & Skills
- 3+ years of project management experience, ideally within customer service, contact centre, or CX environments.
- Demonstrated experience delivering AI, automation, or digital transformation projects (e.g. conversational AI, RPA, NLP, knowledge management tools).
- Strong understanding of customer service operations, including contact centre metrics, workflows, and team structures.
- Excellent stakeholder management skills, with the ability to translate technical concepts for non-technical audiences.
- Proficiency with project management methodologies (Agile, Scrum, Waterfall, or hybrid approaches).
- Analytical mindset with experience using data to track performance and make evidence-based decisions.
- Familiarity with data privacy obligations relevant to AI, including UK GDPR.
Desirable
- Experience with AI/CX platforms such as Salesforce Einstein, Zendesk AI, Google CCAI, Genesys, or similar.
- Awareness of large language models (LLMs), prompt engineering, and generative AI use cases in a service context.
- Project management certification (e.g. PMP, PRINCE2, APM, or SAFe).
- Background in change management, employee engagement, or learning & development.
What We Offer
- Competitive compensation packages, including base salary and annual bonuses.
- “Work your way” with flexibility to suit your lifestyle.
- Flexible schedule.
- Donation matching.
- Tuition assistance.
- Lifestyle benefit.
- Travel perks.
- Employee assistance program.
- Health benefits.
- Generous referral scheme.
Our Cultural Pillars: Traveler first, Execution is our edge, We succeed together.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
CX Project Manager in London employer: Tripadvisor
At TheFork, we pride ourselves on being an exceptional employer that champions a vibrant work culture and prioritises employee growth. Our fully remote position allows you to thrive in a flexible environment while connecting with a diverse team across Europe, all dedicated to enhancing the dining experience. With strong core values guiding our operations, we offer unique opportunities for personal and professional development, making us an ideal choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land CX Project Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tripadvisor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tripadvisor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Project Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tripadvisor:Your cover letter is your chance to shine! Tell us why you want to work at Tripadvisor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tripadvisor!
How to prepare for a job interview at Tripadvisor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
